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Frequently Asked Questions
Why Is MetroBOX Different?
Mobile self storage is when we bring the storage unit to your address, which is why it’s called ‘mobile.’ The term ‘self storage’ is a common industry term used because the customer is usually the one doing the heavy lifting and loading all their belongings into the storage unit, which is why they call it self storage. Here at MetroBOX, however, we are taking the ‘self’ out of mobile self storage because after we bring you the storage unit, our professionally trained furniture removalists will load your MetroBOX for you, while you sit back, relax and watch. Kind of like a spectator sport.
Mobile self storage is so much better than traditional self storage options for so many different reasons. But the biggest reason is because we save you all the work, headaches and hassles involved with storage. For example, we’ll bring our portable storage units right up to your front door. Then we’ll load them up for you and once they’re all locked and loaded, we’ll transport them back to our secure storage facility and unload them for safe keeping. Traditional self storage companies make you to bring your belongings all the way to their storage warehouse. You are then allotted a storage unit and have to carry all your belongings back and forth from your car to wherever the unit is located in their warehouse, which in reality, turns a simple solution into an ordeal.
While we love TAXIBOX, the services we offer are different. TAXIBOX is a true mobile self-storage service, where the storage unit is delivered to your address and left there for the duration while you pack your boxes and load them into the storage unit yourself. MetroBOX offers a complete, end-to- end storage solution, where we do everything for you except pack your smaller items into boxes and lock the MetroBOX portable storage pod. That’s why MetroBOX appeals to different people than most of our current self storage competitors.
PODS provide an invaluable range of solutions in the storage industry, but they are also very different from MetroBOX. Firstly, PODS units are made from steel, aluminium and polymer.
MetroBOXes are made from breathable wood that absorbs atmospheric moisture and protects your belongings from mould and other water borne damage, which is especially important for long term storage. Much like TAXIBOX, AUSPODS also will not load your boxes for you and you will need to pay for all the days that it takes you to load your belongings between your other commitments. Finally, AUSPODS is also a subsidiary branch of the international POD and PODZILLA brand, whereas MetroBOX is 100% Aussie home grown.
Our MetroBOX storage boxes are 100% Aussie made from sturdy, structural wood that’s built to last and comes with a structural engineering certificate. Yet unlike metal containers, the MetroBOX wood also breathes, which helps prevent mildew, mold and water damage from infesting your belongings.
The MetroBOXes are 1.8 wide x 2.3 deep x 2.4m high. So each MetroBOX storage unit holds a whopping total of 10 cubic metres squared of your belongings. This translates to all the contents of an entire one bedroom apartment – which is larger than most of our competitors!
What’s MetroBOX Cost?
MetroBOX storage prices depend on where you are located and how long you intend to store them for. Our delivery locations are divided into two zones around the Melbourne and Sydney CBDs. We also provide discounts for longer storage periods. You can try our storage calculator and get an accurate storage quote here for a more accurate estimate tailored to your storage needs.
That depends on what services you require, but the storage price you see in your online MetroBOX quote is the final, fixed cost of the services you request. It includes the MetroBOX delivery to your address, professionally loading your boxes, transport back to our secure storage facility, unloading, storage and all taxes including GST. If you tick the insurance option, the storage quote will also include whichever storage insurance option you choose.
That’s our MetroBOX price quote guarantee!
All payments for your monthly storage charges, loading and unloading will be charged on the website via Stripe, the secure third party payment system. Through the Stripe payment system, we can accept all major debit and credit cards including VISA, Mastercard and AMEX. You can also call up and pay over the phone. For more payment options, check out the Stripe website here.
Your goods can stay for as long or as little as you like. But, yes, there is a minimum billing charge of one month. If you need to remove your goods at any point within your first month, there will be no refund provided for any unused days. We only provide refunds for unused days beyond the one month minimum.
As long as you need. In fact, some of our customers have been storing their belongings with us for years!
To secure your booking, you’ll only need to put down the first month of storage (and insurance, if you choose it) up front. If you cancel anytime up until 48 hours before the scheduled pick up date, your down payment is fully refundable. The professional loading fees can either be paid in one lump sum and are due on the scheduled pick up date, or you can split the loading fees into 6 monthly payments.
If you have to cancel your MetroBOX booking, your first month deposit is completely refundable up until 48 hours prior to your scheduled move day. If you need to cancel or postpone the scheduled date within the 48 hours prior to the scheduled move date, you will still be refunded everything except a $90 administration fee.
Yes. A late fee of $20 is incurred if a monthly storage charge is more than 7 days overdue. If you have chosen to split your loading fees payments and they are also more than 7 days overdue, they will also incur a separate late fee of $20 for that month.
That depends on where you are redelivering to:
- If you book re-delivery back to the same Melbourne storage zone or Sydney storage zone as the original delivery and loading, then it will cost exactly the same as the original delivery and loading.
- If your re-delivery is to an address in a different zone, you will only be charged the original delivery and loading price plus the difference between the zone prices.
- If you request re-delivery to a regional or rural area, you will need to call our customer care team for a customised estimate.
What About Small Storage?
The MetroTUBs are smaller, box size storage containers designed to solve your smaller storage dilemmas.
Call us for an order and we’ll deliver your MetroTUB to your door, pick it up when it’s all packed and ready and transport it to our secure facility for FREE. You only pay for the storage itself.
Each MetroTUB is 48cm deep x 67cm wide x 32cm high, which is bigger than a standard removalists cardboard box. Plus MetroTUBs are sturdier and more protective too!
MetroTUBs are made of hard, durable plastic that provides sturdy protection of your goods. They feature a folding, interlocking lid and once packed, they are secured shut with a tamper proof seal.
Absolutely, and we even recommend it. MetroTUBs are stronger, more durable and better sealed than cardboard boxes, so your more breakable, fragile items are safer in a MetroTUB.
That depends entirely on how much stuff you want to store. Each MetroTUB holds just over 1 square metre of contents, so you can fit a fair amount in each one. But if you’re still unsure, you can discuss it with our customer care agents and/ or order an extra MetroTUB or two just in case. If you don’t end up using them, we won’t charge you anything for them.
How To Prepare For Storage?
Yes. You pack your own moving boxes with your smaller belongings and our professional removalists will load them into your MetroBOX for you.
You can order sturdy cardboard boxes prior to your move date by calling our customer care centre.
Or if you are looking for a more durable, less flexible packing solution, you can rent our MetroTUBs to pack your more fragile belongings into.
You can put almost anything into a MetroBOX that fits the dimensions (2.3m deep x 1.7m wide x 2.4m high), except a limited list of prohibited items for safety reasons, including:
- Hazardous, toxic, corrosive, environmentally harmful, contaminated or radioactive materials
- Flammable or potentially explosive materials
- Guns or weaponry
- Paint, solvents, varnishes and paint thinners
- Anything that’s moist or wet
- Live items, ie. animals or plants
- Perishable goods
- Any stolen or illegal goods, as defined by Australian law
- Waste products
If you are unsure whether an item is restricted, please don’t hesitate to contact us and check.
*We have alternative options for vehicle storage, but we cannot load and store them inside the MetroBOX units.
Yes. If you don’t have a driveway or a dedicated loading zone at the pick-up address, please make sure there is a large/ double parking space reserved for our truck to park within 20 metres of your front door.
After your booking has been confirmed by email, our customer care department will be in touch with you by telephone to finalise all the details. They will check if there is the right kind of access to your entrance and have plenty of ways to make it work even without arranged parking, depending on your particular situation.
Preparation is key. Check out this short list of ways you can make sure your MetroBOX experience is smooth, quick and professional:
- Pre-read the storage insurance agreement – Our removalists will bring you a hard copy to sign before they start loading your MetroBOX on moving day. Once signed, the agreement will be binding.
- Take your furniture apart – We will only dismantle quick and easy items for you. If something you want to store is complicated or time consuming to take apart, please make sure it’s already disassembled before we arrive.
- Label fragile / delicate items – Please clearly mark boxes containing fragile items so our professional movers take extra care and know not to store them at the bottom of the pile.
- Pack it all up – Make sure all your belongings are packed and sealed in sturdy boxes and ready for the move before we arrive.
- Arrange a clear path of access – Ensure your entrances are not blocked, can open up as wide as possible and there are no obstacles blocking the pathway between your boxes and the exit. If you need permission to use the elevators in your building or to use any kind of shared area for the load, please make sure it’s all sorted out before we arrive.
- Parking space – Save a parking spot for the truck if you live in an area with busy street parking, shared parking lots or shared driveways.
Call and speak with our friendly customer care team if you have any other questions about preparation.
What About Storage Loading & Transport?
The three main benefits of having our team do the loading for you are:
- No heavy lifting – We’ll take the load off you so you stay fit, healthy and ready to get on with your day once your MetroBOX is gone.
- Professional removalists – Our team are the “Masters at Tetris” and have plenty of experience loading MetroBOXes for maximum value for money.
- Save time – We’ll send a two man team of expert removalists to get the loading done quickly, securely and completely within about an hour per MetroBOX (depending on what you have to store, of course).
Yes, you can load your own MetroBOX, but only if you bring all your items to our nearest secure storage facility. This is our onsite storage option.
Of course! That’s one of the biggest advantage of choosing MetroBOX’s mobile storage units!
No. We do not have liability insurance for you to load or unload your items onto our truck.
You or your authorised representative MUST be present while we are loading and unloading your MetroBOX because until your MetroBOX is locked and loaded, your belongings are still under your care and supervision. We will only assume responsibility for safekeeping your belongings once your MetroBOX storage pod is locked by you.
We very rarely come across an item that does not fit in within the generous MetroBOX dimensions, especially after it has been professionally dismantled. If an item can’t be dismantled, you need to measure it to make sure it fits within the 2.3m deep x 1.8m wide x 2.4m high MetroBOX dimensions. If not, then call us for an alternative storage solution: we also offer a separate service to store oversized items securely, but outside of the MetroBOX containers.
Before we load delicate furniture into a MetroBOX, our professional removalists will wrap it with complimentary furniture pads, blankets and plastic wrapping to protect it from rubbing, scratches or any other kinds of damage. Where needed, straps are also used to hold items securely in place. The MetroBOX itself is also made from absorbent plywood that prevents moisture building up and damaging the contents inside.
No. We cannot vouch for the security or integrity of your belongings if the MetroBOX is stored at your property.
Yes, of course. Your MetroBOX will be strapped down inside the transport trucks to ensure they don’t move around during transit.
Of course! That’s another big advantages of moving with a MetroBOX: we are both a storing and moving company. You can send your belongings to either our Melbourne or Sydney storage facility and store it all there until whenever YOU are ready for delivery. Then simply book a delivery date that’s convenient for you.
Will I Have Easy Storage Access?
You can access your MetroBOX anytime for FREE during business hours, 6 days a week (Monday to Saturday) at our local storage facilities in Sydney and Melbourne. We do request that you call in or get on our online chat to book your access time at least 24 hours in advance.* That way we can have your MetroBOX ready and waiting for you in the visitor’s area when you arrive.
*Subject to availability
You have complimentary access to your storage units 6 days a week. So all you need to do is call us to book your access time and bring your forgotten items to our storage facility. We’ll make sure your MetroBOX is accessible in the visitor’s bay when you arrive. It’s as easy as that!
How Secure is MetroBOX Storage?
Here at MetroBOX, we take storage security very seriously. We maintain an exceptionally high level of security at our gated premises plus 24/7 video surveillance and motion sensors placed strategically around the property.
Plus our facility is heavily staffed, but even so, we don’t keep any copies of your unique MetroBOX padlock keys on our premises. Only you, the authorised MetroBOX account holder, has a copy of your storage key.
Each MetroBOX is securely designed so that there is only one possible point of entry. That point is secured with our complimentary padlock, which you will lock yourself before your MetroBOX leaves your property.
You will need to keep the key in a secure and safe location because it is the one and only key to your MetroBOX: we will not keep copies of your MetroBOX key.
If you lose your key and you need to access your MetroBOX, you will need to come to our secure facility and sign a waiver form. Then we will be allowed to break the lock under your supervision.
You will also need to pay a $20 administration fee for the service and $12 for each replacement padlock.
In that case, please let us know that you’ve lost the key when you book your MetroBOX redelivery.
Our removalists can then bring the waiver form and the right equipment with them to break the lock under your supervision at your redelivery address. However, you will still need to pay a nominal administration fee of $20 and $12 for the loss of the padlock.
If you choose to share your MetroBOX with another person, that is entirely your business. However, each MetroBOX has only one authorised account holder, one padlock and one key. So that means that if you are not the account holder, your belongings will be under the management of the account holder within our facility and only accessible/ redeemable by that account holder. Our responsibility is to the account holder and to no one else. We will not take responsibility for any problems that may arise due to any private arrangements made to share a MetroBOX.
However, we highly recommend against sharing MetroBOX storage, for security and privacy reasons.
Absolutely not! Each account holder has sole access to their MetroBOXes regardless of how full or empty they are. We take the safety and security of your belongings very seriously and would never allocate more than one person to a single MetroBOX.
Your MetroBOX will almost never be exposed to weather conditions because it’s stored in a secure, modern and undercover storage facility. When MetroBOXes may be temporarily exposed during transit and loading/ unloading, they are covered in thick, waterproof vinyl covers that protect the exterior and keep the interior moisture free. Once your MetroBOX is safely delivered into our modern, indoor storage facility, the vinyl cover is removed.
We also have regular monthly pest control and inspections across our storage facilities to protect your belongings from all kinds of creepy crawlies.
Do You Have Storage Insurance?
You can purchase storage insurance as an optional extra when you book your MetroBOX. The storage insurance covers fire, theft and flooding for your belongings while they are stored in our secure MetroBOX storage facilities. It is essential that you read and understand the Product Policy and Product Disclosure Statement (PDS) before purchasing storage insurance. You can find those storage insurance documents here.
No. You will need to choose to purchase storage insurance when you book our MetroBOX services online, or ask our customer care agent about it when you book by phone. The policy forms will need to be signed in person on delivery day before our storage movers start loading your MetroBOX.
Also, we only offer storage insurance, which won’t cover your goods while they are being loaded or unloaded into your MetroBOX or during transit. More often than not you’ll already be covered for loading and transit through your own Home and Contents insurance policy, or you may wish to take out separate Transit Insurance from CARTS Removals Insurance here.
Our facilities meet the highest security and safety standards, but exceptional events are still a fact of life. That’s why we offer additional insurance coverage from theft, fire and storm damage, priced at $2 per $1,000 value of your goods. You can read more about our additional storage insurance here.
If you have taken out storage insurance through us, you can contact our customer care consultants to assist with the claims process.
You should also be aware that storage insurance does not cover damages or losses that have happened during the loading, unloading or transit stages. If that’s the case, please contact your home and contents insurance company or the company you have taken transit insurance with.
How Do I Get My Things out of Storage?
You can book your re-delivery very easily by calling our friendly customer care agents.
The redelivery is completely FREE. If your MetroBOX is being redelivered back to the same address, neighbourhood or even to the same MetroBOX zone, then the unloading cost will be exactly the same amount as the original price you paid for your MetroBOX to be packed up.
We will only re-deliver your MetroBOX once your storage and loading fees have been paid up to date.
No. Our online system is set up so you pay for the full month, but you will be reimbursed for any days you’ve that you haven’t used (beyond the one month minimum storage rent period).
Of course. If you prefer to unload and pick up all your MetroBOX belongings yourself directly from our facility, you will just need to book an access time at least 24 hours in advance. You will still need to make sure all your payments are up to date, but you won’t be charged unloading in that case (re-delivery to the same zone is free in any case).
That’s not a problem, but if the new location is in a different MetroBOX zone to where your original delivery was located, you may be charged a different loading fee.
Yes we can. Our professional removalists can redeliver your MetroBOX almost anywhere in Victoria or NSW, but you will need to call our customer care team for a special quote. If the address is outside of our MetroBOX Sydney or Melbourne MetroBOX zones 1 & 2, you won’t be able to generate a fixed online quote.